White Papers

Cloud Contact Center: What’s the Right Model for You?

Overview

Contact centers using cloud technology achieve better results than those using an on-premise model. However, with different cloud deployment models, which one is the right one for your business to fully realize the benefits of cloud technology?

 

White Papers

Cloud-based Contact Center Solutions (PDF)

While it is possible to deliver a great personalized experience to customers without technology when a company is small, it is not as easy once the business gains scale. When this occurs, it is time to transition from an informal service/sales organization to a more structured operating department that utilizes best practices and systems to achieve company goals cost effectively. This paper will help Operations and Contact Center leaders build a compelling business case to make the needed investments in the contact center.

Customer Stories

CXone Increases Efficiency for SumTotal (PDF)

SumTotal Systems is currently #2—and growing—in the learning management space, providing content, training, professional certification, compliance and more to industries as diverse as universities and pharmaceuticals. Having a contact center that provides efficient, reliable service in every interaction is critical: Administrators and end-users alike depend on SumTotal every day to provide the support they need. With an aging, on-premise system, this wasn’t always the case. But it all started to turn around in 2011, when SumTotal began working with NICE CXone and integrating CXone products into its operation. Now the sky’s the limit for SumTotal’s customer support, including a new mobile app on the horizon.

White Papers

Cloud Contact Center: What’s the Right Model for You? (PDF)

Contact centers using cloud technology achieve better results than those using an on-premise model. However, with different cloud deployment models, which one is the right one for your business to fully realize the benefits of cloud technology?